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◔̯◔ Has eNom support improved? Check your Reseller Account ◔̯◔

Located in Domain Registrar Reviews started by usernamex, Jul 29, 2017.

Replies:
9
Views:
1,118

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Has eNom Customer Support improved?

  1. Yes

    20.0%
  2. No

    80.0%
  3. Based on past experience will not use eNom

    0 vote(s)
    0.0%
  4. Yet to be seen

    0 vote(s)
    0.0%
  5. Other - post reply in thread

    0 vote(s)
    0.0%
Total: 5 vote(s)
  1. usernamex

    usernamex Moderator, NamePros Moderator VIP

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    This applies to enom RESELLER accounts only.

    eNom has a $50 per month "Reseller Inactivity Fee" if you have not made a purchase or renewal for a 12 month period. The fee is automatically deducted from you account balance. There is NO notification by email of this fee being assessed. eNom will continue to take this fee monthly until your entire account balance is zero. There are no refunds of the Reseller Inactivity Fee. There is NO warning notification that your account has not been used and you are approaching the deadline for Inactivity.

    Telephone Technical support actually answered the phone on a Saturday, and the only hope of recourse is that possibly the Sales department will choose to override the no refund policy. Sales hours are M-F only, so I will update with their response. My eNom ETP may have more influence so I will be contacting them as well.

    The fee is inconsistent with what the tech support person had, not that it would have made much difference, he stated it was showing the fee should have been $25 per month.

    eNom is already on many peoples DO NOT USE lists, so this is simply a warning if anyone still has an old reseller account with a balance. Check your account and make sure you make a purchase every 12 months. You can download transaction history for the past 18 months in "Reports"

    My hope is they will actually want to honor their statements about improving customer service.
    https://www.enom.com/blog/improving-customer-support-deserve-better/

    Revisit policies and processes that currently make for a cumbersome customer experience, including those around domain renewals, account access, and refunds.


    My original thread title was - Warning - eNom Reseller Inactivity Fee, however, I did state to the tech support rep today that I would hold off on full scale social media exposure until the Sales department had the opportunity to make amends on Monday. This is just a friendly pre-warning to them : smile :

    Hilarious Tag suggestions
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  2. usernamex

    usernamex Moderator, NamePros Moderator VIP

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    Update One:

    Call One:
    Unnamed gruff support person saw my previous conversation notes from the weekend and said he would get me to the right department, without knowing his name or what department he was attempting to transfer me to. On hold 22 minutes before I gave up and called back.

    Call Two:
    This time got through to a live person, made sure to get name right away and explained the runaround I had already experienced and without looking at my record she suggested that I BOTH start a ticket and send an email for the best response instead of phone, since the department she would transfer my phone call to was Technical Support who were the ones I spoke to already on Saturday.

    Will send ticket and emails and report back.

    This is so exciting!
     
  3. forge

    forge hoop dee do VIP

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    Horrendous. Thanks for the heads up, though. I would at this point place eNom as 2nd worst registrar slightly below(?) 1&1.

    High time to get my remaining couple of names out of Dodge... dodgy eNom!
     
  4. usernamex

    usernamex Moderator, NamePros Moderator VIP

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    UPDATE - They credited my account with the full amount. : hooray :

    Timeline:
    07/31/2017 - phone calls as shown above
    Then did nothing, the time was more important elsewhere for the amount involved.

    08/25/2017 - sent email to sales @ enom dot com, received an email reply the same day stating they would request my account be credited.
    08/31/2017 - sent followup email asking how long it would take as nothing had been credited, nor had I received any emails of progress.
    09/02/2017 - randomly checked my account and it shows credit was processed 09/01/2017

    Now I get to use up the balance, that is better than losing it. In hindsight I would have preferred they send me a refund entirely yet that didn't really occur to me. Maybe at least they will have some BF/CM specials upcoming

    If anyone wants the email I sent to get it done PM me.
     
  5. JFSG

    JFSG Web Hosting Expert

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    How did you managed to get them to process a refund? Their useless support has been less than helpful.
     
  6. usernamex

    usernamex Moderator, NamePros Moderator VIP

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    @JFSG - what are you attempting to get them to process a refund for? My account was reseller and they gave me an account credit, not an actual refund, which in my case was acceptable and better than nothing. My account had zero domains so used the credit toward transfer. The credit MUST be used at LEAST once a year or you lose it again.

    Here is the email sent to sales @ enom dot com AND be sure to email again if you don't hear back.
     
  7. JFSG

    JFSG Web Hosting Expert

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    It was the exact scenario - trying to get a refund from their "Reseller Inactivity Fee" which was deducted from my credit. They adamantly refused to refund the credit back to my account. I contacted support for that purpose. Let me try emailing sales and see how that works for me. Thanks for the advice!
     
  8. forge

    forge hoop dee do VIP

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    Don't get your hopes up.

    :xf.frown:

    Wasn't the transfer cost exorbitant?
     
    Last edited: Dec 25, 2017
  9. forge

    forge hoop dee do VIP

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    I just can't wrap my head around that. What a slap in the face to the customer, reseller even more so.
     
  10. usernamex

    usernamex Moderator, NamePros Moderator VIP

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    Used it for my single dot work and the price was reasonable, $7 instead of $6.10. Was hoping they would have a BFCM sale like last year to use up the remaining and alas they did not. Have a reminder set for next year and will figure out what to do then. Worst case do some at about a $3 loss compared to regular pricing, which is better than a total loss.
     

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